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Resolved Issues

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NOTE: Enter just the Case ID number (SR or INC) in order to find the associated Support Request.

INC-136264 · Issue 582469

Chatbot text starts scroll at top of answer

Resolved in Pega Version 8.2.8

In order to present an improved interface for customers interfacing with chatbots, the code has been updated so that the recipient's chat scroll will remain at the top of an answer that would scroll off the screen.

SR-D32991 · Issue 504130

Email Discussion Thread retains Formatting

Resolved in Pega Version 8.2.4

CSS styles were not being retained in the discussion thread when replying to InboundCorrespondence cases. This was traced to a missing value in Param.latestReply activity pzCreateExternalPostFromMail, and has been resolved by setting an initial plain text value to the param.latestReply before it is set with the HTML value. This prevents having a blank parameter value if the incoming HTML value is empty.

SR-D54120 · Issue 542260

Improved handling for attachments not using UTF-8 encoding

Resolved in Pega Version 8.4.1

When an email was received that used a charset encoding other than UTF-8, special characters in the HTML body were not displayed and instead the replacement character was shown. To resolve this, the system will read the encoding from the email rather than use the meta tag, and will add the attachment's HTML encoding information in Data-WorkAttach-File so that the same can be used to process and display the original HTML properly.

SR-D54120 · Issue 541353

Improved handling for attachments not using UTF-8 encoding

Resolved in Pega Version 8.4.1

When an email was received that used a charset encoding other than UTF-8, special characters in the HTML body were not displayed and instead the replacement character was shown. To resolve this, the system will read the encoding from the email rather than use the meta tag, and will add the attachment's HTML encoding information in Data-WorkAttach-File so that the same can be used to process and display the original HTML properly.

SR-D63638 · Issue 544018

Performance improvements for opening cases with embedded images

Resolved in Pega Version 8.4.1

Opening cases containing email interactions was taking an excessive amount of time. This was traced to the use of embedded images, icons, etc, in the message body and signature, and was caused by the pyGetAttachmentsbyCID activity running multiple times due to discussion threads that were duplicated over and over. In some cases, more than 360 calls to the database were seen. This has been resolved by shifting some case opening processes to executing when the listener thread gets the mail, and storing the results in a .pynote property, and a URL will be used to get images instead of embedding them directly to the HTML. If preferred, this can be reverted to the previous behavior by changing the when rule (pyUseCachedHtmlForDisplay) to false.

SR-D75636 · Issue 549349

Improved handling for attachments not using UTF-8 encoding

Resolved in Pega Version 8.4.1

When an email was received that used a charset encoding other than UTF-8, special characters in the HTML body were not displayed and instead the replacement character was shown. To resolve this, the system will read the encoding from the email rather than use the meta tag, and will add the attachment's HTML encoding information in Data-WorkAttach-File so that the same can be used to process and display the original HTML properly.

INC-154254 · Issue 632638

Correct Email Bot training text highlighted

Resolved in Pega Version 8.4.6

When a piece of text was selected and tagged against an entity while training the Email Bot, the entity selection was misplaced and partially covered the actual text selected. The incorrect selection was then carried forward to the training data spreadsheet. To resolve this, rule changes have been made that will update HTML entities to HTML encoded forms.

INC-175994 · Issue 667483

Removed redundant Microsoft Outlook email interaction chain

Resolved in Pega Version 8.4.6

When opening an email interaction case, the email editor user interface area showed the complete email chain of the email for every new message that came in related to the case. This was traced to the difference in the selectors that various email clients use to construct a response to an email with email history in it, and has been resolved by updating the selectors for Microsoft Outlook in pyRichTextEmailHistorySelector so no conversation is repeated when using that client.

INC-187031 · Issue 676245

Topic handling updated for behavior tab

Resolved in Pega Version 8.4.6

While submitting topics configured on the behavior tab of the chat channel, duplicate records were created and a null pointer exception was generated. Investigation showed this was due to a difference in Topic handling between the email channel and the chat channel in a modal window, and has been resolved.

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